Acceptable use

01Use the portal for legitimate work

Use the portal to request or provide authorised technical support and to consult published guidance. Make clear which organisation, device or service the request concerns.

• Provide an honest description of the issue and its impact.
• Keep related updates in the existing ticket where possible.
• Follow the instructions and security policies of your organisation.
• Ask for clarification when a requested action is outside your authority.

02Respect account and data boundaries

Do not use another person's account, share staff access, bypass access controls or attempt to view tickets and records you are not permitted to access. Finding an accessible page does not grant permission to use its data.

Do not probe the portal, run intrusive scans, automate bulk access or test security controls without explicit authorisation for that work. If you discover an unexpected exposure, stop and report the minimum details needed to investigate.

03Share useful, appropriate material

• Do not submit passwords, API keys, private keys, session tokens or one-time recovery codes.
• Redact unrelated names, account numbers and confidential information from screenshots and logs.
• Upload only files you are authorised to share and that are relevant to the request.
• Do not upload malware, exploit payloads, unlawful material or material that infringes another person's rights.
• If a suspicious file is part of the incident, describe it first and ask the team for an appropriate transfer process.

The privacy notice explains the kinds of support information processed by portal features.

04Communicate respectfully

Do not harass, threaten or impersonate another person, submit deceptive requests, distribute spam or use the service to target someone else. Explain disagreements with enough context for the team to investigate.

Keep ticket priority proportionate to the actual impact. If an incident becomes more serious, update the existing request and use your agreed escalation route.

05Use AI with care

Use the assistant for relevant portal and support questions. Do not try to extract another person's information, obtain system secrets, evade safeguards or generate harmful instructions.

Review AI suggestions before applying them or sending them to another person. Confirm destructive, privileged or security-sensitive steps with an authorised professional. AI output does not replace an approved change, access or purchasing process.

06Control remote access deliberately

Verify the agent and the ticket before sharing a session code. Only share your screen or permit remote control on a device you are authorised to manage.

• Close unrelated documents and applications before sharing.
• Stay present while support is taking place and ask what an unfamiliar action does.
• Never disclose a password or approve an unexpected sign-in prompt because someone requests it in a session.
• Stop sharing and contact support through a known channel if anything appears suspicious.

07Report a concern

Email interstellar-support@bernmx.onmicrosoft.com for a suspected compromise, exposed record or access concern. Provide the page or ticket number, the approximate time and a brief description. Do not forward exposed data or repeat secrets.

Access may need to be restricted while misuse or a security concern is investigated. If you believe a restriction is mistaken, ask the team to review it. These guidelines do not establish a security-testing authorisation or a reward programme.